AccountId: 011433970860
ContactId: d6673241-99f8-48c0-b59a-18dfc4242a93
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 508679 ms
Total Talk Time (AGENT): 150338 ms
Total Talk Time (CUSTOMER): 289069 ms
Interruptions: 4
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/d6673241-99f8-48c0-b59a-18dfc4242a93_20250604T17:01_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling. May I help you?
[CUSTOMER][NEUTRAL] He's not getting paid after last week. That's what I told um, yes, ma'am, I am trying to sign on to my account, but yeah, we got a truck, right?
[CUSTOMER][NEUTRAL] OK, um, OK, I need to know if, um, why I can't sign in. I'm trying, uh, I don't sign in with my email address it asked me for and I for some reason it's not let me sign into my account today.
[AGENT][NEUTRAL] Well, our online service center has been updated, so you will have to create a new account, but what is your name and the group number, please?
[CUSTOMER][NEUTRAL] To
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] And the group number is 25742.
[AGENT][NEUTRAL] OK, thank you, give me one moment Miss [PII], just verify we have the.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Correct address.
[AGENT][POSITIVE] Oh wow, that sounded country.
[AGENT][NEUTRAL] And verify the name of the group, the mailing address, and your email address for me, please.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Um, corrosion control, um, what else did you need? The address [PII] and the email is [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, uh, yes ma'am, you will have to create a new account. So on that side, if you see under where it says log in it says create your OSC account.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And you would select group.
[CUSTOMER][NEUTRAL] OK, so.
[AGENT][NEUTRAL] And then it will ask for your group number, zip code, phone number, city, uh, email on record in the state, and once you select next, um, it would give you a verification code that'll be emailed, uh, you would just enter that code and then set up your password.
[CUSTOMER][NEUTRAL] OK, so I can maybe set up the same password, OK.
[AGENT][NEUTRAL] Uh, if you want, yes, ma'am.
[CUSTOMER][NEUTRAL] Oh yeah, that did kind of mess, OK.
[CUSTOMER][NEUTRAL] Alright, I just wanna try to do it while I got you on just in case I have any issues. So [PII], you have to set up that they just had an upgrade update. I like updates changes everything.
[AGENT][POSITIVE] Oh no, you're good.
[AGENT][NEUTRAL] Uh no. Yes, ma'am.
[CUSTOMER][NEGATIVE] Oh, see error. No user was found with the information that was entered. Please try again.
[AGENT][NEUTRAL] What phone number were you using?
[CUSTOMER][NEGATIVE] My city was wrong? Oh, that's why, that's, no, that's why I put my, I put my home.
[AGENT][NEUTRAL] I've done it. I used my cell number for a fax number, yes.
[CUSTOMER][NEUTRAL] City.
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][POSITIVE] Yeah, it's a good OK, complete your set up account set up.
[CUSTOMER][NEUTRAL] [PII], OK, send verification code something.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] A verification code.
[AGENT][NEUTRAL] And just to let you know, each time you log on they would uh send a verification or email verification code as another security process to log in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We're gonna so yeah that's how our work comp does.
[AGENT][NEUTRAL] And if um you trying to pay on the online service center, you have to make sure your banking information is added because it's not.
[CUSTOMER][NEUTRAL] Yeah OK.
[CUSTOMER][NEUTRAL] And this
[AGENT][NEUTRAL] Um, pop it.
[CUSTOMER][NEGATIVE] It's not gonna roll over.
[AGENT][NEUTRAL] Right. Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh, OK, OK, so now it's just saying it's got something that's like your, oh, that's my password. It's not, is it telling me to do my own pass? It says display name, given name, but it's got like stuff.
[CUSTOMER][NEUTRAL] I'm just supposed to override this password and give a new one, right? That's what I'm guessing.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] So it's gonna be my email from now on it's not gonna be my username.
[AGENT][NEUTRAL] Yes ma'am, they were, uh, yes ma'am they were trying to make it a lot easier than using their username, just using the email.
[CUSTOMER][NEUTRAL] Is that you're going by email now?
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] And the display name, do I have to put my name?
[AGENT][NEUTRAL] I don't know about the display name. Let me see because.
[CUSTOMER][NEUTRAL] Uh, let's just see.
[CUSTOMER][NEUTRAL] Well, I just put, OK, I agree, privacy policy accepted. OK, please.
[AGENT][NEUTRAL] 25.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, so, oh my goodness, now go to dashboard. Let's see if this is gonna let me sign in.
[CUSTOMER][NEUTRAL] Oh, and it's asking me for another. Yeah, she said it would ask every time it's gonna be like, it's gonna be like work comp every time you sign in you have to get a verification code, but it's just gonna send it oh.
[AGENT][NEUTRAL] No, this is different.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] So this is an old one.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, OK, so now you said I will probably have to
[AGENT][NEUTRAL] Uh, reenter any banking info.
[CUSTOMER][NEUTRAL] Get back in and um.
[AGENT][NEGATIVE] Well, that's not the right help sheet.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So how do OK so I know I had to kind of figured out how to do the invoice then so now how do I, I'm on the dashboard where do I find my.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Where do I find your bill to do now?
[AGENT][NEUTRAL] The profile.
[AGENT][NEUTRAL] I'm sorry, the bill due now?
[CUSTOMER][NEUTRAL] How to OK so I see invoicing you know how last time you had to go to invoicing you had to kind of like submit it and.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] So I'm gonna go to invoicing due to the maintenance, the ability to download your invoices unavailable at this time for assistance, please call our billing.
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK, well, I don't really need to download. I just need to go to the invoice which is right here, I believe, 6849.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well, or the action required after reviewing, please submit the invoice to complete the process. So let's go submit.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 2
[CUSTOMER][NEUTRAL] ACH.
[CUSTOMER][NEUTRAL] Next,
[CUSTOMER][NEUTRAL] Payment date.
[AGENT][NEUTRAL] Come forward
[CUSTOMER][NEUTRAL] Next.
[CUSTOMER][NEUTRAL] Uh, application error. A client side exception has occurred. See browser console. Oh my goodness.
[CUSTOMER][NEUTRAL] Hm, well.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I don't know if they made it easier or not.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, so I'm gonna go back in here.
[CUSTOMER][NEUTRAL] They change things. Why did they change things? OK, I'm gonna go back to my group and invoicing.
[CUSTOMER][NEUTRAL] Due to scheduled maintenance, the ability to download your, I don't need to download it. I just need to review and I just wanna.
[AGENT][NEUTRAL] I just want to look at it.
[CUSTOMER][NEUTRAL] This is
[CUSTOMER][NEUTRAL] I just wanna pay it, OK, so I'm gonna click on the invoice.
[CUSTOMER][NEUTRAL] And I'm gonna submit the invoice, which is like you had to do last time, it just looks a little different. ACH.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Next.
[CUSTOMER][NEUTRAL] Next.
[CUSTOMER][POSITIVE] Oh, it did save my stuff.
[AGENT][NEUTRAL] Oh, so it does have your banking info? Oh, that's good.
[CUSTOMER][NEUTRAL] Yeah, at least it did that.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Yeah, I saved that at least I don't have to do that. So now I'm gonna go to submit.
[CUSTOMER][POSITIVE] OK, I think I got it now.
[AGENT][POSITIVE] Awesome.
[CUSTOMER][POSITIVE] OK, it's OK. Thank you.
[AGENT][NEUTRAL] It took a minute, but you got it.
[CUSTOMER][POSITIVE] Yeah. All right. Thank you. Have a blessed day.
[AGENT][POSITIVE] Alright, you too, Ms. [PII], and thank you so much for calling APL. Bye.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] All right, thank you and bye.